I just spent the last 5 days trying to activate a wireless broadband device. I won't specify which company, but if you look at my rendition of the "technicians" you could probably deduce who I am referring too. Now, one point I would like to make clear, that everyone whom I spoke to were friendly and I honestly believe they did everything they could to help me reach my internet bliss. Unfortunately, this particular wireless group uses almost a pyramid type structure. At the bottom floor there are many friendly "technicians" who read from a manual. Offer very little in trouble shooting. My gal to the right was literary reading from a script. She even read aloud the parts she wasn't supposed to read to me. For example... "It should take up to one hour for the provision to take affect, Explain to the customer what provisioning means." I did make multiple calls usually up to 45 minutes per phone call and usually got not where. I even had time to doodle that lovable couple to the right while waiting. Those were the 2 "technicians" who did the absolute least to get me connected to the wireless web. First my gal asked me if I had updated the latest software. I replied with "I have no internet, how am I going to be able to download anything?" Then She insisted that I uninstall and then re-install my program. That it would take an hour for the provisioning to take affect and that she'd call me back in an hour. Thanks for nothing. 2 hours pass, she hadn't called back. I went ahead and call back to tech support and explained my entire situation all over again. The operator said... "I understand your frustration, let me just put you into our Premier Technicians." Finally the top level of the pyramid, the actual technicians. The only time I really got anywhere is when the folks had me manually program the phone with secret codes... (Shift 3, Shift 3, D,A,T,A.) I spoke to 3 actual technicians through out the hole ordeal. Tuesday we programed some "provisioning." Wednesday we manually activated the phone. And Thursday we did a manual password reset. For my troubles I was credited half of my monthly bill. And now the service works great. Saturday, August 30, 2008
Tech Support Turmoil.
I just spent the last 5 days trying to activate a wireless broadband device. I won't specify which company, but if you look at my rendition of the "technicians" you could probably deduce who I am referring too. Now, one point I would like to make clear, that everyone whom I spoke to were friendly and I honestly believe they did everything they could to help me reach my internet bliss. Unfortunately, this particular wireless group uses almost a pyramid type structure. At the bottom floor there are many friendly "technicians" who read from a manual. Offer very little in trouble shooting. My gal to the right was literary reading from a script. She even read aloud the parts she wasn't supposed to read to me. For example... "It should take up to one hour for the provision to take affect, Explain to the customer what provisioning means." I did make multiple calls usually up to 45 minutes per phone call and usually got not where. I even had time to doodle that lovable couple to the right while waiting. Those were the 2 "technicians" who did the absolute least to get me connected to the wireless web. First my gal asked me if I had updated the latest software. I replied with "I have no internet, how am I going to be able to download anything?" Then She insisted that I uninstall and then re-install my program. That it would take an hour for the provisioning to take affect and that she'd call me back in an hour. Thanks for nothing. 2 hours pass, she hadn't called back. I went ahead and call back to tech support and explained my entire situation all over again. The operator said... "I understand your frustration, let me just put you into our Premier Technicians." Finally the top level of the pyramid, the actual technicians. The only time I really got anywhere is when the folks had me manually program the phone with secret codes... (Shift 3, Shift 3, D,A,T,A.) I spoke to 3 actual technicians through out the hole ordeal. Tuesday we programed some "provisioning." Wednesday we manually activated the phone. And Thursday we did a manual password reset. For my troubles I was credited half of my monthly bill. And now the service works great. 
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consumerist.com, search the site. They can help you reach the executive customer service departments of most companies. It's like emailing Steve Jobs or Brad Andersen.
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